Analyst, AACU Technology Service Desk

Analyst, AACU Technology Service Desk Analyst

This job is a member of the Technology Team within the American Airlines Credit Union. The role is responsible for providing Tier 1 first level support of technology services & support to employees/vendors (internal and external) through the Credit Union's 24/7 Service Desk.

What you'll do:

• Provide initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and infrastructure components
• Provide technical support for (but not limited to) the following areas: computer and telecom incidents, desktop (hardware/software), third-party software/hardware applications
• Troubleshoot, diagnose and resolve complex desktop, network, software application and batch scheduling problems
• Work to create a positive end user support experience and build strong relationships through deep problem understanding, timely resolution or escalation, communicating promptly on progress all while displaying a professional attitude/appearance
• Log all calls and offers triage services on first contact, monitor service levels, provide callback or escalation on open tickets, and monitor all systems and scheduling for uptime and completeness
• Perform diagnostic and troubleshooting of applications, hardware, network, and procedural issues as necessary
• Respond to telephone calls, email, and personal requests for technical support in a fast, friendly manner and have the ability to explain technical situations to non-technical individuals
• Monitor and support the enterprise job scheduling system (Opcon) and all Credit Union operational batch processing

The selected candidate will be responsible for ensuring the security and confidentiality of all account and related information which is part of their work and for ensuring that his/her work is in compliance with all applicable laws and regulations including, but not limited to, the Bank Secrecy Act.

All you'll need for success:

Minimum Qualifications:

• Bachelor's Degree in Computer Science, Management Information Systems or related field, or two years of equivalent progressive experience

Preferred Qualifications:

• Technology Service Desk experience
• Experience in desktop operating systems, server operating systems, and associated applications (browsers; shared software)
• Experience in understanding Microsoft Applications administration including the installation and support of browsers and Microsoft Office
• Knowledge and experience providing technological support and troubleshooting for hardware components such as laptops, keyboards, mice, monitors, printers, docking stations, etc.
• Knowledge and experience supporting audio-visual equipment for conference rooms and common areas in the building

Skills, Licenses & Certifications:

• Skilled in Microsoft Office software (e.g., Word, Excel, Access, Outlook, PowerPoint) gained through either work experience with the software or education and hands-on use of the software
• Knowledge of collaboration tools, such as WebEx teams
• Ability and desire to learn Credit Union products and services and associated applications, technology and terminology
• Knowledge of TCP/IP, DNS, and DHCP
• Knowledge of Microsoft Active Directory and Citrix
• Knowledge and support of hardware components, such as laptops, keyboards, mice, monitors, printers, docking stations, etc.
• Skilled in support of smart phones
• Ability to monitor networks using Solar winds
• Ability to support Telecom/Telephone application/infrastructure
• Knowledge of Software & Management Associate's (SMA) OpCon scheduling software
• Ability and desire to learn company products and services and associated applications, technology, and terminology
• Skilled in excellent interpersonal and communications skills, both oral and written
• Ability to perform in a fast paced environment, handle multiple tasks and function as an integral part of a team
• Ability to be on-call 24/7 and willingness to work flexible shifts
• Ability to lift and transport moderately heavy objects, such as printers, computers and peripherals
• Ability to maintain satisfactory performance and attendance
• Ability to pass applicable American Airlines and Credit Union pre-hire compliance checks

What you'll get:

Feel free to take advantage of all that American Airlines has to offer:

• Travel Perks: Reach 365 destinations on more than 6,800 daily flights across our global network
• Health Benefits: Access to health, dental, prescription and vision benefits on day one
• Wellness Programs: Tools, resources and support to help you be the best version of yourself
• 401(k) Program: Available upon hire with employer contributions after one year
• Additional Benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises and more

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines.